At Luxestirion, the goal is to provide a clear and professional framework for managing returns and refunds. This policy is designed to comply with the laws of Hong Kong, including the Sale of Goods Ordinance, ensuring that your rights as a consumer are upheld while maintaining a smooth operational flow.
Quick Summary Table
| Feature | Policy Detail |
| Return Window | 30 Days from the date of delivery |
| Cost of Return | Free (Pickup is arranged by us for valid claims) |
| Refund Method | Bank Transfer (Required due to COD operations) |
| Restocking Fee | None |
| Eligible Reasons | Damaged, defective, or incorrect items only |
| Change of Mind | Not accepted for returns or exchanges |
Damaged Items Section
If you receive an item that is damaged, defective, or does not match the product you ordered, immediate action is required to facilitate a resolution. Individuals must notify the support team by sending an email to contact@luxestirion.com. Please provide your order details and a description of the issue encountered.
Once your request is received and acknowledged, Luxestirion will coordinate a pickup from your designated address within Hong Kong. This service is provided at no cost to the user, as the logistics for returning problematic items are handled entirely by the brand. We prioritize these instances to ensure that the situation is corrected promptly.
Upon the item's arrival at our facility, a formal inspection process begins. A period of 24 hours is dedicated to assessing the condition of the goods and confirming the reported issue. Following this evaluation, we will first attempt to arrange a replacement of the original item. However, if the item or specific size is no longer available, or if the damage is determined to be beyond repair, a full refund will be granted. It is important to note that this policy is strictly reserved for physical defects or shipping errors; we do not entertain returns or exchanges for a change of mind.
Refund Timeline Section
The refund process at Luxestirion is structured to be transparent, despite the unique nature of Cash on Delivery (COD) transactions. Because we do not collect or store billing data during the initial purchase, we require the user's cooperation to return funds.
Once the 24-hour inspection period is complete and a refund is deemed necessary, our team will reach out via email to request your bank transfer details. Upon receiving this information, the refund is initiated through a standard bank transfer. The duration for the amount to reflect in your personal account typically spans 4 to 5 business days.
This timeline is dependent on the internal processing speeds of various banking providers within Hong Kong. We ensure that the full original purchase price is returned without any deductions for restocking.
Support Section
The dedicated support team is available to guide you through every step of the return or refund journey. We understand the importance of clear communication when a purchase does not go as planned. Our representatives are live and ready to assist you during our standard operational hours:
- Email:contact@luxestirion.com
- Operating Hours:10:00 AM to 5:00 PM HKT
- Availability:Monday to Friday (Excluding Public Holidays)
We are committed to resolving inquiries with professional efficiency to maintain the integrity of your shopping experience in Hong Kong. By shopping with Luxestirion, you acknowledge and agree to the terms outlined in this document.